Our call center supports two separate phone lines, and the information
required for a request on one line is radically different from the
information required on the other line. It has also been determined
that we would like to retain the option of processing e-mail requests.
As such I wanted to
cess of creating a single
ticket) now took under five seconds. This solution will not work
generically as I doubt most sites can be certain of numeric keys.
This e-mail was just for your edification.
Robert McCarroll
Systems Administration
NYS Department of Civil Service
-Original Mes
Because most of my customers do not have an e-mail address, I changed
Kernel/Config.pm such that the customer user list field parameters read:
CustomerUserListFields => ['first_name', 'last_name'],
and commented out the
block in our custom template. However, this resulted in OTRS r
First off, thanks to Phillippe Martignier for answering my previous
question.
Having configured OTRS to work with one Oracle backend, we recently
added a read-only view for the development version of our user database
which contains a modest number of test users (1.5 Million records) and
restr
I'm afraid this is not the answer I needed. The display order I need to
change is that of the fields in the new ticket screen, not the sorting
of tickets in the queue view listing.
I appologise if I was unclear in my initial inquiry. What I've been
asked to do (and am at a loss about) is to brin
Currently I have gotten OTRS running with an oracle backend and
trusting apache's mod_auth_kerb authentication to our domain. I've also
added several freetext fields to our ticket views. However, my end
users want me to change the display labels on a number of the fields and
reorder how they di
